Frequently Asked Questions
Shipping time frames and methods?
When will you ship my order?
Orders for in stock products placed by 1pm AEST will be processed and shipped the same day. If you place an order after the 1pm cut-off, we will do our best to get it out the same day, but it may not leave until the next business day. If your order is placed on a Weekend or Public Holiday it will ship the next business day. Once your order is dispatched you will receive an email advising its updated status, along with any tracking information that is relevant to the delivery.
How long will it take for my order to arrive?
Almost all orders are shipped between 24 - 48 hrs of being received. Transit time is 2 business days by Aus Post Express Post and 3 - 7 business days by Aus Post Standard Post. Standard shipping to WA and SA can take up to 10 days. If you need an order urgently, please contact us and we will do our best to help.
What shipping methods do you offer?
We offer 5 levels of shipping services, all at very competitive rates. Use the shipping calculator in your shopping cart for pricing. Use the link to our Shipping Page for more details.
Do you offer express shipping options?
We offer 3 types of express shipping services. Use the shipping calculator in your shopping cart for pricing. Use the link to our Shipping Page for more details.
What are your shipping rates?
Shipping rates are specifically calculated for each order. Use the shipping calculator in your shopping cart to calculate pricing.
What's the difference between standard shipping and express shipping?
Use the link to our Shipping Page for estimated transit times within Australia.
Do you offer international shipping?
We can ship to just about anywhere in the world, currently web orders can be placed for shipping to Australia and New Zealand. Due to the complexity of providing accurate shipping costs to other countries please email a list of the items you require to sales@flightstore.com.au requesting shipping costs and we will respond with an accurate quote detailing the costs.
Are there any shipping restrictions for certain products?
There are shipping restrictions that apply to Dangerous Goods, Liquids, Lithium Batteries and Oversize Items.
Tracking, address and delivery management?
email: sales@flightstore.com.au
phone: 07 5536 8694
Tracking
Is there a tracking number for my order?
Your tracking number will be emailed to you once your order has shipped.
How do I track my order's shipping progress?
Click on the tracking number on the email provided and your browser will direct you to the AusPost / StarTrack / DHL tracking page.
Do you offer shipping updates via email or SMS?
We provide tracking via the tracking email sent once your order ships. SMS is not available.
Can I specify a delivery date or time for my order?
Yes please contact us by email or phone.
Address and Delivery Management
Can I change my shipping address after placing the order?
Yes, you can change an address after placing an order, providing the request is made by email or phone before 1pm on the day the order was placed.
Yes, you can change an address after placing an order, providing the request is made by email or phone before 1pm on the day the order was placed.
Can I reroute my package to a different address if I'm not available to receive it?
Once an order has been shipped, it is not able to be re-directed to a new address.
Once an order has been shipped, it is not able to be re-directed to a new address.
What happens if I miss the delivery attempt?
AusPost and StarTrack will notify you via email that your delivery attempt has been missed, and where it can be collected.
AusPost and StarTrack will notify you via email that your delivery attempt has been missed, and where it can be collected.
What should I do if my order hasn't arrived within the expected timeframe?
If your order hasn’t arrived within your expected time frame, use the tracking number on your tracking email to get an update on its delivery status. Most of the time it will arrive the next day.
If your order hasn’t arrived within your expected time frame, use the tracking number on your tracking email to get an update on its delivery status. Most of the time it will arrive the next day.
What is your return policy for items that arrive late?
While we always do our best to deliver your order in the shortest possible time, we cannot guarantee delivery times. Track your order using the tracking number provided.
While we always do our best to deliver your order in the shortest possible time, we cannot guarantee delivery times. Track your order using the tracking number provided.
What happens if my package gets lost or damaged during shipping?
For any damaged or lost packages please contact us by email or phone so that we can assist you further.
For any damaged or lost packages please contact us by email or phone so that we can assist you further.
Shipping options and costs?
email: sales@flightstore.com.au
phone: 07 5536 8694
Yes you can combine orders to save on shipping. Contact us by email or phone.
Do you provide free shipping on orders over a certain amount?
Yes we have free shipping starting on orders over $299*. Go to the Flight Store Shipping Page for more details.
Yes we have free shipping starting on orders over $299*. Go to the Flight Store Shipping Page for more details.
Do you offer local pickup as an option?
Yes, we do offer local pickup at Unit 7 / 52 Blanck Street Ormeau QLD 4208.
Yes, we do offer local pickup at Unit 7 / 52 Blanck Street Ormeau QLD 4208.
Select ‘Pick up in store’ when completing the online cart process, and an email will be sent to you when your order is ready for pick up.
Do you offer signature confirmation upon delivery?
Yes, we do offer signature confirmation upon delivery. You can also provide an authority to leave. Use the ‘Delivery Instructions’ box to leave a message for the delivery driver to know where you would like them to leave the package.
Yes, we do offer signature confirmation upon delivery. You can also provide an authority to leave. Use the ‘Delivery Instructions’ box to leave a message for the delivery driver to know where you would like them to leave the package.
Is there a shipping cut-off time for same-day dispatch?
Same day shipping cut-off time is 1pm Mon-Fri. (excludes public holidays and weekends).
Same day shipping cut-off time is 1pm Mon-Fri. (excludes public holidays and weekends).
Do you have a physical store?
Yes we do, we have a full service retail store located at Unit 7 / 52 Blanck St Ormeau, Queensland, 4208.
Everything that is advertised on the website is available from the store. Feel free to stop by, we love to meet our customers in person..
Are you open on weekends?
Sorry, we are not open weekends, but we take online orders 24/7.
For customers that wish to visit us, we trade late on a Thursday Night until 8pm.
Contact information and customer support?
What is your contact information (phone number, email address, etc.)?
Flight Store
U7 52 Blanck Street
Ormeau, QLD, 4208
sales@flightstore.com.au
purchasing@flightstore.com.au
warranty@flightstore.com.au
07 5536 8694
How can I reach your customer support team?
Customer support is available at sales@flightstore.com.au or on 07 5536 8694.
What are your customer support hours?
Customer support hours Mon - Fri 8am-5pm. AEST. Thursdays until 8pm. AEST.
Do you have a live chat option for immediate assistance?
No, we prefer to provide our customer support by email or by phone.
Can I contact you through social media platforms?
Yes, we do monitor our social media, however for the best response time contact our customer support team by email or by phone.
Is there a contact form on your website?
Yes. Our email enquiry form can be found on the Flight Store Contact Us Page.
Can I request a callback from customer support?
Yes. Use the Contact Form or email your details along with your enquiry and we will contact you by your preferred method.
Inquiry response time and availability?
How long does it take to receive a response to my inquiry?
We do our best to respond to all enquiries within 24 hours.
We do our best to respond to all enquiries within 24 hours.
Can I schedule a phone call or appointment with a representative?
Yes. Use the Contact Form or email your details along with your enquiry and our sales team will contact you at your preferred time.
Customer support hours Mon - Fri 8am-5pm. AEST. Thursdays until 8pm. AEST.
Stock availability, pricing and discounts?
Is a product currently in stock?
Our website tracks live inventory. Stock will either show as ‘In Stock’ or ‘Backorder’ on the website listing.
Our website tracks live inventory. Stock will either show as ‘In Stock’ or ‘Backorder’ on the website listing.
Will a product be restocked in the future?
We restock most products weekly and imported products monthly, usually around the middle of the month. For details on a specific product email sales@flightstore.com.au.
We restock most products weekly and imported products monthly, usually around the middle of the month. For details on a specific product email sales@flightstore.com.au.
How can I be notified when a product is back in stock?
To be notified about when a product is back in stock, create an order and set the payment to ‘Direct Deposit’.
To be notified about when a product is back in stock, create an order and set the payment to ‘Direct Deposit’.
Under ‘Delivery Instructions’ leave a note to say 'Please notify me when item(s) are back in stock’ and then hit the ‘Confirm and Process Order’button. Once the stock arrives we will contact you for payment.
Are there any quantity limits for purchasing a product?
No, there are no quantity limits. For bulk order purchasing and pricing please email sales@flightstore.com.au with your order request. Please note there may be a lead time required to fulfill large quantity orders.
No, there are no quantity limits. For bulk order purchasing and pricing please email sales@flightstore.com.au with your order request. Please note there may be a lead time required to fulfill large quantity orders.
Are there bulk or wholesale pricing options available?
Yes there are bulk order pricing options available. This is quoted on a case by case basis.
For bulk order purchasing and a quote please email sales@flightstore.com.au with your order request. Please note there may be a lead time required to fulfill large quantity orders.
Yes there are bulk order pricing options available. This is quoted on a case by case basis.
For bulk order purchasing and a quote please email sales@flightstore.com.au with your order request. Please note there may be a lead time required to fulfill large quantity orders.
Can I pre-order a product?
Yes, you can pre-order products.
Create an order and choose the payment method. Under ‘Delivery Instructions’ leave a note to say 'Pre-order’ and then hit the ‘Confirm and Process Order’button. Once the stock arrives we will contact you and ship your order.
Yes, you can pre-order products.
Create an order and choose the payment method. Under ‘Delivery Instructions’ leave a note to say 'Pre-order’ and then hit the ‘Confirm and Process Order’button. Once the stock arrives we will contact you and ship your order.
Do you offer any discounts or promotions?
We annually run Flight Store sale discount promotions and so do some of our leading manufacturers. Keep an eye on the website banners to keep you informed, or join our mailing list to be notified by email when the sales or promotions are running.
We annually run Flight Store sale discount promotions and so do some of our leading manufacturers. Keep an eye on the website banners to keep you informed, or join our mailing list to be notified by email when the sales or promotions are running.
Accepted payment methods and fees?
Do you offer financing or installment payment options?
No, we don’t offer any financing or installment payment options.
No, we don’t offer any financing or installment payment options.
Can I change my payment method after placing an order?
Once any order has been placed and paid for we cannot adjust the payment method. If you have elected to pay via EFT (Direct Transfer) and have not made the payment, the order is considered to be still open and you can choose to pay by any of our accepted payment methods.
Once any order has been placed and paid for we cannot adjust the payment method. If you have elected to pay via EFT (Direct Transfer) and have not made the payment, the order is considered to be still open and you can choose to pay by any of our accepted payment methods.
Can I save my payment information for future purchases?
We do not hold any credit card information for future payments.
We do not hold any credit card information for future payments.
Is my payment information secure?
Yes, we have secure payment information with eWay Secure.
Yes, we have secure payment information with eWay Secure.
Can I set up automatic recurring payments?
No. We don’t offer automatic payments.
No. We don’t offer automatic payments.
Can I split my payment between multiple methods?
Yes. You can split your payments.
Yes. You can split your payments.
1. You will need to set up an order that has been set to pay via EFT.
2. login to your account page and select 'Pay Invoices Online'
3. Select your 'Payment Method' using the dropdown menu
4. Enter your Card Details
5. Enter Payment amount (or part thereof)
6. Select 'Process Payment'
Do you offer any discounts or promotions for specific payment methods?
No. All payment methods are treated the same.
No. All payment methods are treated the same.
How can I contact customer support for payment-related inquiries?
Customer support is available Mon-Fri 8am-5pm AEST at sales@flightstore.com.au or on 07 5536 8694.
Customer support is available Mon-Fri 8am-5pm AEST at sales@flightstore.com.au or on 07 5536 8694.
Return and exchange questions?
Flight Store Returns & Exchanges Policy - Terms & Conditions
What is your return and exchange policy?
Our Returns and Exchanges Policy can be found here.
Our Returns and Exchanges Policy can be found here.
How many days do I have to initiate a return or exchange?
We operate a 30-day no-hassle return policy. All returns must be actioned within 30 calendar days from the date of your Invoice.
We operate a 30-day no-hassle return policy. All returns must be actioned within 30 calendar days from the date of your Invoice.
Can I return or exchange an item without a receipt?
If you have lost your receipt, don’t worry, the history of all of your receipts and purchases are on your customer account. As long as the product was purchased from us and it's within 30 days, we are happy to process a return or exchange.
If you have lost your receipt, don’t worry, the history of all of your receipts and purchases are on your customer account. As long as the product was purchased from us and it's within 30 days, we are happy to process a return or exchange.
What items are not eligible for returns or exchanges?
The following items are excluded from the returns and exchanges policy. We do not accept change-of-mind returns or cancellations on these items.
The following items are excluded from the returns and exchanges policy. We do not accept change-of-mind returns or cancellations on these items.
- Airservices Australia Charts & Documents
- CASA Publications & Documents
- Jeppesen Airway Manual Services
- Jeppesen Electronic Charting Services & Nav Data Subscriptions
- Practice Exams
- Special Ordered Items / Bulk Quotes
- Personalized or customized items
- Gift Vouchers, Credit Notes
Can I return or exchange a personalized/customized item?
Customized item(s) do not qualify for a return or exchange.
Customized item(s) do not qualify for a return or exchange.
Can I exchange the item for a different size/color/model?
Yes. we are always very happy to exchange product sizes, colors or models.
Yes. we are always very happy to exchange product sizes, colors or models.
What condition should the item be in for a successful return or exchange?
Returns should be in the following condition to qualify for our policy.
Returns should be in the following condition to qualify for our policy.
- The item was not specially ordered for you or a bulk quote.
- The item is in a brand new re-sellable condition.
- The packaging is intact with no marks, damage, tape, etc.
- The item's tags have not been removed including hang tags and protective labels or stickers.
- All other 'in the box' items are returned including packaging, parts/accessories, manuals, brochures and literature, etc.
- The item is in its original packaging/box, bubble-wrapped and boxed in a shipping container to protect against return shipping damage.
- Headsets, Electronics, Books, Logbooks, Kneeboards, or anything fragile must be shipped in their original packaging and then in a box.
- Postage satchels are not sufficient to protect against shipping damage.
Can I return an item that has been opened/used?
An opened item may qualify for a return provided it meets the return condition criteria above. We do not accept returns or exchanges for used items.
An opened item may qualify for a return provided it meets the return condition criteria above. We do not accept returns or exchanges for used items.
Do I need to include all original packaging and accessories when returning an item?
Yes. All original packaging, tags, manuals, parts and accessories must be included.
Yes. All original packaging, tags, manuals, parts and accessories must be included.
Can I return or exchange a damaged or defective item?
Please return any damaged or defective items under the Flight Store Warranty Return process.
Please return any damaged or defective items under the Flight Store Warranty Return process.
How long does it take to process a return or exchange?
Returns are assessed within 24 - 48 hours of receiving the item. Once the returned item(s) have been received and processed our customer support team will contact you.
Returns are assessed within 24 - 48 hours of receiving the item. Once the returned item(s) have been received and processed our customer support team will contact you.
Will I receive a credit for the returned item?
Yes. Once the return has been approved you will receive an account credit that has no time limit to spend.
Yes. Once the return has been approved you will receive an account credit that has no time limit to spend.
Do I need to pay for shipping when sending back a return or exchange?
We are not able to refund original shipping charges for returns. These costs are generally not recoverable once the service has been utilised. For any return, the cost of returning an item will be at your, the customer's expense. We will cover any additional shipping charges where there are items missing, incorrectly shipped or there is a failure of some sort within the first 30 days.
We are not able to refund original shipping charges for returns. These costs are generally not recoverable once the service has been utilised. For any return, the cost of returning an item will be at your, the customer's expense. We will cover any additional shipping charges where there are items missing, incorrectly shipped or there is a failure of some sort within the first 30 days.
Initiating returns and exchanges?
How do I initiate a return or exchange?
Please contact us by EMAIL to Request a Return Authorisation Number (RMA#).
For us to process your request, attach the completed Flight Store Returns & Exchanges Form to your email and we will issue you with an RMA.
Please contact us by EMAIL to Request a Return Authorisation Number (RMA#).
For us to process your request, attach the completed Flight Store Returns & Exchanges Form to your email and we will issue you with an RMA.
Do I need to obtain a Return Authorization Number (RMA) before sending back an item?
Yes. All returns require an RMA. Any items that are returned without an RMA are not able to be processed and are returned to sender.
Yes. All returns require an RMA. Any items that are returned without an RMA are not able to be processed and are returned to sender.
Can I start the return/exchange process online?
Our returns & exchanges team are available on EMAIL, Mon-Fri 8am-5pm. If you would like to speak to one of our team members for help, please contact us by phone.
Our returns & exchanges team are available on EMAIL, Mon-Fri 8am-5pm. If you would like to speak to one of our team members for help, please contact us by phone.
Is there a specific form or procedure for returns and exchanges?
Yes, please use the Flight Store Returns & Exchanges Form.
Yes, please use the Flight Store Returns & Exchanges Form.
Damaged or defective items?
What should I do if I receive a damaged or defective item?
For any damaged or defective items please contact us by email or phone so that we can assist you with your warranty claim. For more information use the link above to go to the Flight Store Warranty Terms and Conditions page.
For any damaged or defective items please contact us by email or phone so that we can assist you with your warranty claim. For more information use the link above to go to the Flight Store Warranty Terms and Conditions page.
Do I need to provide photos or evidence of the damage when requesting a warranty?
Photos are the best way for us to understand the issue with your item and we recommend you send us detailed pictures showing the product damage or broken part. You can email photos to warranty@flightstore.com.au.
Photos are the best way for us to understand the issue with your item and we recommend you send us detailed pictures showing the product damage or broken part. You can email photos to warranty@flightstore.com.au.
Will I be reimbursed for shipping costs if I'm returning a damaged or defective item?
We will cover any additional shipping charges where there are items missing, incorrectly shipped or there is a failure of some sort within the first 30 days.
We will cover any additional shipping charges where there are items missing, incorrectly shipped or there is a failure of some sort within the first 30 days.
I need to process a Warranty Claim. What should I do?
In the case that you experience a warranty event with a product you have purchased from us, we are more than happy to assist you.
Most of our brands have in place a warranty claims procedure and in the first instance we highly recommend you contact the manufacturer and lodge your warranty claim direct with them as this will normally result in the issue being corrected in the fastest possible time.
If you are unsure of how to make a claim and you would like us to assist you with your warranty, or you would just plain prefer to deal with us, please send an email to warranty@flightstore.com.au and we will reply with instructions.
Where can I download Product Manuals?
All product manuals, user manuals, product brochures, PDF information, parts lists and MSDS Safety Data Sheets are available to view and download either in the product listing, or you can use the link above to take you to the Flight Store Documents and Manuals Page. Use the brand selector to find the available PDF download for the product required.
I think my aviation headset might be faulty?
All aviation headsets need to be serviced and maintained.
Soft goods including Ear Cushions, Head Pads and Mic Covers need to be replaced annually for the headset to give its best performance. This is especially important for ANR headsets as worn ear cushions do not provide an air-tight seal and can significantly affect the noise cancelling performance of the headset.
Fitment is also critically important for ANR (active noise reduction) to perform correctly.
Retract the head band so the earcups in their uppermost position.
- Place the headset on your head and draw down on the earcups until they sit low enough to cover your entire ear.
- It is usual for the earcup position to be one click lower than what you might expect, which is needed so there is a tight seal on the bottom side of the earcup.
- Different size headpads are offered by most brands to assist with the correct positioning of the headband relative to the earcups.
- Sungalsses and glasses with thick arms can interfere with the seal the ear cushion requires to keep noise from bleeding into the earcup.
- For the microphone to work efficiently, it should be placed so that the mic cover is 4-5mm from the front edge of your lips.
If your ANR headset is squealing or fluttering it is usually either a fitment isssue or a worn soft goods issue. If the problem persists please contact us by email or phone so we can assist you further.